Concurrency
Increasing agent concurrency without overwhelming agents
Empower your agents to handle multiple conversations at once the smart way. Use machine learning to dynamically adjust concurrency based on multiple factors. Read more
Cosima Travis
Director of Product Management, ASAPP
Why AHT isn’t the right measure in an asynchronous and multi-channel world
How should we be measuring agent efficiency when it comes to concurrent digital conversations? In a multi-channel world, is AHT really the right metric to gauge CX success? Read more
Heather Reed, PhD
Data Scientist, ASAPP
It’s time to rethink customer service
New technology makes old compromises unnecessary. Here’s insight on the future of CX—where high efficiency and great customer experience coincide. Read more
Michael Lawder
Chief Experience Officer, ASAPP
Does AI really improve agent efficiency?
How does AI augmentation impact agent productivity? Here’s how we measure improvements in throughput, looking at agent handle time (AHT) and concurrency. Read more
Heather Reed, PhD
Data Scientist, ASAPP
How to improve throughput by increasing concurrency—Part 2 of 2
Increase throughput by empowering your agents to manage multiple conversations at once, and by increasing contact volume for these agents. Read more
Mike Friedman
Head of Business Operations, ASAPP
How to improve throughput by increasing concurrency
Make it easier for agents to manage more than one conversation at a time—in a way your customers will love—and watch throughput soar. Read more
Mike Friedman
Head of Business Operations, ASAPP
An urgent case to support contact center agents with AI built for them
Are you doing everything you can to support your frontline? See how AI can make contact center agents happier AND more productive. Read more
Rachel Knaster
Chief Product Officer, ASAPP
